Thank you. You said it much better than I did.

I agree with you, I was mostly pointing out that he hadn't finished the download. But yes, I would be surprised if they knew if the download finished.

I don't know, maybe if he hadn't started downloading files the situation might be different? Then I could possibly see the company saying "Ok, as long as you haven't downloaded it."

But I don't know much about their technical aspects - if you START to download something then stop, is it still considered downloaded?

Kinda like, "Ok, I'm at the top of this mountain, about to ski down. Once I push off there's no going back." So he stepped off... and then realized he didn't want to go. If he had just stayed at the top of the mountain and understood everything before moving, perhaps he would have made a different decision, or have gotten a different response.

But to say GoG is unethical or lacks integrity because of his failure to grasp the situation is pretty crappy.

GOG Refund Policy is like this:
http://www.gog.com/en/support/policies/terms_of_use I assume when you clicked on the link, regardless of whether you cancelled it or not, it is considered as "make a download attempt"

I sympathize with your dilemma but you are saying a company has no integrity because of your mistake, and you are assuming that they have some way of knowing you stopped the download when you did. Were not trolls because we disagree with you, we just think you are wrong.

Can't GOG just refund him and remove his account immediately? But i can't think any company opted this policy. Usually "good sold are not refundable".

According to GOGs terms of use :

Refund Policy
You can cancel a preorder and receive a full refund if you request this before the preordered game's release. The refund request becomes invalid if you attempted to download the game, or its bonus content.

You can request a replacement game of equal or lower value (for games purchased during discounts, the discounted price applies) if the request is made within 7 days after purchase, and you have not attempted to download the game or its bonus content.

A sale is considered final after 7 days after purchase, or when you make a download attempt for a game or its bonus content

There is not much I can say that the others haven't already pointed out. Even if you are unable get your money back,there is nothing stopping you from enjoying the game. So what if it isn't steamed, you can still download and install the game. The only difference is you don't have to hop through Steam in order to enjoy it.

Just in the future before you buy don't make the assumption that everything comes Steamed. GoG is upfront with having no-drm, and if you check out their commercials they even make shots at Steam.

I gave you a +1 on your OP, I think the others were a bit too quick on the -1. People can be a bit on the overly defensive side here, tact is kind of important.

Weird that you didn't get a purchase confirmation, I get them whenever I purchase a game. Have you checked your spam folder? GoG's support isn't usually the best, I sent them an email conserning an issue (forgot what it was) and they didn't back to me. My problem was resolved by diggiing through the game's forum, but that is besides the point.

Hopefully, one of the mods will hop into the forum and give their input. Sometimes posting on this forum is a way to light the flames under support's rear end.

I believe GOG when they say that" According to our logs the game was already downloaded. In that case I'm afraid I'm not able to offer you a refund" . I believe that they don't want to make a customer unhappy but their system says it has been downloaded they can't give a refund or they would be setting up a way for massive fraud and people scamming to get free games.

This was their follow-up email which did not make any sense. Mind you, the download page has around 15 files or so you have to download with a lot of them being over 2GB in size (and I made a support ticket within minutes of purchase). And they only have a single "flag" to see whether or not ANY of those files were clicked?

Email
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--
Hello

I apologize for the inconvenience, however I'm afraid that due a technical reasons we are not able to verify if download was completed or not. Our log only shows that transfer was made, such info as how big it was is not have displayed as that would require implementing a spy application into our downloader, which we are not going to do.

Once again I apologize for the inconvenience but I'm really not able to fulfil your request. If I would agree to perform a refund for you I would simply have to made it with my own money.

Regards
JuriJ
GOG.com Support

firstly, just because people disagree with you, it doesn't mean they are trolling. They are just giving their opinion.

Did you just go straight to the Alan Wake page or did you go to www.gog.com first?

www.gog.com clearly states that its games are DRM free.

I feel bad for you because you made a mistake, but it was your mistake, not gog's. People make mistakes all the time, that's why pencils have erasers.

I went straight to the purchase page which was linked from the Steam forums. Yes, it was my mistake but GoG is a company that has the ability to help support customers who make mistakes. And I noticed my mistake and acted on it quickly to help ensure that there would be no issues.

Am I out a game I want? Nope. I still haven't touched any download links in hopes that things could be rectified but after the last email from support I will probably have to do that. I simply wanted to enjoy the game and have it be a part of my library. Everything I read leading up to my purchase said it was a Steamworks game and there was nothing on the Alan Wake page about DRM in any form. I simply made my purchase based on reputation.

When I discovered my error I tried to rectify it and I believed GoG would assist me without issue and even though they didn't get my money now (if they coulnd't give me the steam code...which is what I asked for) I would definitely give them money in the future (I have over 200 digital game purchases). Now my experience is pretty much all sour grapes and even with the 25% off the new expansion I'll just buy it elsewhere. That's not a threat at all...it's just that I don't believe GoG deserves anymore of my patronage. I'm sure that will hurt me far more than them of course but I have principles and I don't think I'm out of line with what I was asking and how I asked it.

Anyway, thanks for those of you who took the time to digest what happened and didn't immediately blow up at me. I knew full well it would happen, as it does on any forum like this as people are dedicated to things they love, so I don't blame you guys. I just wanted to get my issue out in the open so that GoG could maybe think about updating their tools Support can use or change support policies among the other things I pointed out.

Good night all.

You are in the wrong, your mistake. Take possession of this and learn. Download the game and enjoy it DRM free with all the goodies and extras. Don't say theGOG system should of known what and how much you downloaded, it doesn't. I would bet a lot of money if you bought this on Steam and thought it came with a extra GOG key and asked their support for a refund you would be in a week long process where they would say no.

One of the founding and most prominently stated principles of GOG is that all of their games are sold as DRM-free. They even explicitly say so on their front page. They've said so over and over in interviews, press releases, podcasts and YouTube videos. It's actually a gross logical fallacy to assume that GOG's copy of Alan Wake will have Steamworks like Amazon's, or Steam's, just because it doesn't mention anything about DRM.

I do feel your pain, because I have bought games here on the gamble that they would work in WINE (e.g. Descent 3), but on the other hand, given GOG's very explicit position on DRM (Which would obviously include Steam/Steamworks), it's hard to accept your excuse as valid.